Information Specialist

The National Association of Area Agencies on Aging

REPORTS TO: Call Center Supervisor Eldercare Locator

DUTIES AND RESPONSIBILITIES

Answers telephone calls for the Eldercare Locator;

Maintains professional and courteous phone manner at all
times, appropriate for older population of callers;

Listens carefully to callers' needs, utilizing empathic listening skills;

Uses excellent customer service skills and follows established protocols to provide callers with appropriate information;

Prepares callers with information for transfer to agencies, as appropriate;

Transfers callers to appropriate resources, whether internal or external;

Stays updated on, and maintains proficiency on, resources for older adults and caregivers;

Complies with Information Specialist protocols and performance standards;

Takes/tracks requests for brochures and follows up for mailing;

Transcribes calls from voicemail and does callbacks

Maintains familiarity with information updates and any procedural changes;

Assists with tracking and entering of information for reports, as needed;

Provides general information on aging resources;

Obtains AIRS certification within one year of hire;

Participates in ongoing training of new and ongoing aging issues;

Other duties as assigned by the Call Center Supervsior, Eldercare Locator.


REQUIRED SKILLS

Strong customer service;

Empathic listening;

Knowledge of the aging network desired;

Familiarity with information and referral network desired, but not required;

Excellent customer service and communication skills, using professional and engaging style appropriate for audience;

Excellent computer (Microsoft/Excel) and internet skills;

Ability to work collaboratively as a member of a team;

Ability to plan and organize work, to handle multiple tasks, and to work independently.


QUALIFICATIONS AND EXPERIENCE:

Two years college (college degree preferred), preferably in human services or aging fields;

Two years experience in the aging or human services field


WORK HOURS
Non-exempt position with full benefits but subject to grant funding.


SALARY
Dependent upon background and experience of candidate selected.

Please send resume and cover letter to:

Glennae Frazier at:
gfrazier@n4a.org

The National Association of Area Agencies on Aging (n4a) is an equal employment opportunity employer and offers reasonable accommodations to individuals with disabilities.